Terms and Conditions for Pimlico Removals Services

These Terms and Conditions set out the basis on which Pimlico Removals provides moving, packing, loading, unloading, transport, storage-related handling, and associated removals services within the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before proceeding.

In these Terms and Conditions, references to ???we??�, ???us??�, and ???our??� mean Pimlico Removals, and references to ???you??� and ???your??� mean the customer or person entering into the agreement on behalf of the customer. If you are booking on behalf of another person or organisation, you confirm that you have authority to do so and that all relevant parties accept these terms.

These terms apply to all domestic and commercial removal services supplied by us unless we expressly agree otherwise in writing. They are intended to clarify how bookings are made, how payments are handled, when cancellations may occur, how liability is limited, and how waste and disposal matters are managed.

1. Booking Process

A booking is only confirmed once we have accepted your request and issued written confirmation, which may be provided by email or another written method. An estimate or quotation does not itself create a binding booking unless we confirm availability and receive any required deposit or advance payment. We may ask for further information before confirming a booking, including the collection and delivery addresses, access details, floor levels, parking conditions, inventory size, and any items requiring special handling.

You are responsible for ensuring that all information supplied during the booking process is accurate and complete. If the details change after confirmation, you must notify us as soon as reasonably possible. We may adjust the quotation, schedule, workforce, vehicle size, or equipment if your property, inventory, or access arrangements differ from the information originally provided. Delays or extra costs caused by inaccurate or incomplete information may be charged to you.

Where a survey, video assessment, or inventory review is offered, it is provided to help us assess the work and is based on the conditions visible or described at that time. A survey does not guarantee that no additional charges will arise if conditions change or if hidden complications are discovered on the day of service. We reserve the right to refuse to move items that are unsafe, prohibited, or materially different from what was disclosed.

2. Services, Access, and Customer Responsibilities

You must ensure that we have safe and reasonable access to carry out the work. This includes, where applicable, parking permissions, loading bay arrangements, lift availability, keys, entry codes, and clear access paths. If our team is delayed or prevented from working due to access issues, waiting time, or the need to make repeated attempts to complete the job, additional charges may apply.

You must also ensure that the items to be moved are adequately packed unless we have agreed to pack them as part of the service. Fragile items, antiques, electronics, artwork, disassembled furniture, and items of exceptional value should be specifically declared before the move. We are entitled to assume that any item not separately identified has ordinary household or business value and can be handled in the normal course of a Pimlico removal service.

You must remove or secure any hazardous materials, controlled substances, explosives, illegal items, live animals, perishables, and any goods prohibited by law from the items to be transported. We will not be liable for refusal to handle such items, and we may notify the appropriate authorities if we reasonably believe that unlawful or dangerous goods have been presented for transport.

3. Payments

Unless otherwise agreed in writing, our charges are payable in accordance with the quotation or invoice issued for the relevant job. We may require a deposit, part-payment, or full prepayment to secure the booking. Any remaining balance must be paid by the due date stated in the invoice or, if no date is stated, immediately upon completion of the service.

We accept payment by methods notified to you at the time of booking or invoicing. All prices are stated in pounds sterling unless expressly indicated otherwise and may be subject to VAT where applicable. If you fail to make payment when due, we reserve the right to suspend or stop the services, retain goods to the extent permitted by law, charge reasonable recovery costs, and/or charge interest on overdue sums at the statutory rate where allowed.

Any additional charges arising from waiting time, extra labour, stairs, long carries, parking complications, changes to the agreed route, additional stops, unforeseen access difficulties, or extra services requested on the day will be invoiced separately or added to the final amount payable. Removal company pricing is based on the scope agreed at the time of booking, and changes to that scope may alter the price.

If you pay by card or bank transfer, you authorise us to take payment for all sums properly due under these Terms and Conditions. We may also require a valid payment method to be held on file for security, pre-authorisation, or settlement of incidental charges such as waiting time or disposal costs, where lawful and proportionate.

4. Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving us notice in writing. The amount payable on cancellation depends on how much notice is given, whether the work has already begun, and whether third-party costs have already been incurred. If you cancel at short notice, fail to provide access, or are not ready for the move at the agreed time, we may charge a cancellation fee or the full booked rate where our team and vehicle have been reserved for your job and cannot reasonably be reassigned.

We may cancel or reschedule a booking if circumstances beyond our reasonable control prevent us from safely or lawfully performing the service, including severe weather, traffic disruption, vehicle breakdown, staff illness, accidents, emergencies, or legal restrictions. In such circumstances we will try to notify you promptly and offer a revised date where possible. We will not be responsible for losses arising from a cancellation or delay caused by events outside our control, except where required by law.

If work has already started and you ask us to stop, alter the scope significantly, or postpone completion, we may charge for all work done up to that point, including labour, transport, and any unrecoverable expenses. Any refund, if due, will be calculated fairly based on the services actually delivered and the costs already incurred.

5. Liability and Limits of Responsibility

We will take reasonable care and skill when carrying out our services. However, our liability is limited to losses that are reasonably foreseeable and directly caused by our breach of these Terms and Conditions or by our negligence. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

Where goods are packed by you, or by a third party acting on your behalf, we are not responsible for damage caused by inadequate packing, unsuitable packaging materials, hidden defects, or the inherent fragility of the item. Likewise, we are not liable for damage to items that were already faulty, poorly assembled, structurally weak, or otherwise unsuitable for transport unless we knew of the issue and agreed in writing to handle the item with a specific method.

We are not liable for minor cosmetic marks, scuffs, scratches, or wear that are consistent with ordinary handling of goods during a move, especially where the item is old, delicate, or previously worn. We are also not liable for losses caused by inadequate instruction from you, failure to provide key information, third-party interference, or your failure to take reasonable steps to protect items of exceptional value.

Any claim for loss or damage must be notified to us as soon as reasonably possible and, in any event, within a reasonable period after the event giving rise to the claim. You should retain the damaged item, packaging, and any relevant evidence to allow us to assess the issue. We may decline a claim if the item has been repaired, discarded, or materially altered before we have had a fair opportunity to inspect it, unless preserving the item was not reasonably possible.

6. Insurance

We may hold appropriate insurance cover for our business activities, but this does not change the allocation of risk set out in these Terms and Conditions. Any insurance we maintain is subject to the relevant policy wording, exclusions, excesses, and claim procedures. Unless expressly agreed in writing, we do not provide insurance for goods of exceptional value, collectibles, irreplaceable documents, cash, jewellery, precious metals, or items requiring specialist valuation.

You are responsible for arranging any additional insurance you consider necessary for your own goods, especially if they are valuable, fragile, or sentimental. If you request a higher level of cover, declared value protection, or special handling, we may agree to this in writing and may charge an additional fee. Any such arrangement will only apply to the extent expressly stated in our written confirmation.

7. Waste, Disposal, and Regulatory Compliance

We are committed to complying with applicable waste regulations, environmental rules, and duty-of-care obligations. If our service includes removal of unwanted items, clearances, or disposal of materials, we will only transport, handle, or dispose of waste in line with relevant UK requirements. You must tell us in advance whether any items are waste, mixed waste, electrical items, confidential materials, sharp objects, or materials requiring specialist disposal.

We may refuse to collect or dispose of any item that is hazardous, contaminated, illegal, or unsuitable for lawful disposal through ordinary waste channels. You remain responsible for declaring the nature of items handed over for removal. If incorrect information is provided and we incur extra costs, specialist fees, or regulatory charges, you agree to reimburse those amounts.

Where we remove waste from your premises, you confirm that you have the right to instruct its removal and that the goods are not subject to any retention of title, lien, tenancy restriction, court order, or third-party ownership claim. We may require proof of authority before handling certain items. We may also separate materials for recycling or compliant disposal where operationally appropriate and legally permitted.

8. Ownership, Title, and Third-Party Items

You warrant that you are the owner of, or are authorised to deal with, all goods, waste, and property items placed in our care. We are entitled to assume that any item presented for removal belongs to you or that you have permission to instruct its movement or disposal. We are not liable for disputes between you and any third party over ownership, consent, or entitlement unless we were expressly informed of the issue before the service began.

If we reasonably suspect that an item is stolen, subject to dispute, or unlawfully possessed, we may refuse to move it and may take any steps required by law. Where we hold items on your behalf pending payment or collection, we may exercise any lawful rights available to us, including retention of goods, until all sums due are paid in full.

9. Force Majeure

We will not be in breach of these Terms and Conditions, nor liable for any delay or failure to perform, where such delay or failure results from events outside our reasonable control. These may include extreme weather, natural disaster, fire, flood, epidemic, industrial action, road closure, civil disorder, acts of government, telecommunications failure, or unexpected mechanical breakdown. If a force majeure event occurs, we will take reasonable steps to minimise disruption and resume performance as soon as practicable.

Where performance is delayed for an extended period due to such events, either party may be entitled to cancel the affected booking on reasonable notice, subject to payment for services already supplied and costs already incurred. Any remaining obligations will be suspended only for the duration of the relevant event.

10. Complaints and Dispute Handling

If you are dissatisfied with any aspect of a removal service, you should raise the matter promptly so we can investigate it. We may ask for photographs, a description of the issue, and supporting documentation. We will review complaints in good faith and, where appropriate, may offer repair, replacement, partial refund, or another reasonable remedy, subject to the facts and the limits of these Terms and Conditions.

If a dispute cannot be resolved informally, the parties should attempt to settle it through good-faith negotiation before commencing legal proceedings, unless urgent action is required. Nothing in this section prevents either party from seeking urgent relief from a court where necessary.

11. Variation of Terms

We may update these Terms and Conditions from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will apply to that booking unless a later version is expressly agreed in writing. No employee or agent of Pimlico Removals may vary these terms unless authorised to do so in writing.

If any part of these Terms and Conditions is held invalid, unlawful, or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law. Any failure by us to enforce a right or remedy under these terms does not waive that right or remedy for the future.

12. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory law provides otherwise. This legal framework applies to all Pimlico Removals services, including domestic and business moves, packing, and associated handling work.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions. You also confirm that you will provide accurate information, cooperate with reasonable scheduling and access requirements, and comply with waste, payment, and legal obligations connected to the service.

For the avoidance of doubt, these terms are intended to operate as a fair and practical contract for the provision of removal and related services. They do not affect any rights you may have under applicable consumer law that cannot be excluded or restricted by agreement.

Pimlico Removals reserves the right to refuse service where doing so is necessary for safety, legal compliance, or the protection of property and staff. In all cases, our aim is to provide a professional removals company service carried out with reasonable care, clear expectations, and lawful practices.